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Haven Care - Hounslow Branch Requires improvement

This service was previously registered at a different address - see old profile


Inspection carried out on 30 October 2019

During a routine inspection

About the service

Haven Care – Hounslow Branch is a domiciliary care service providing personal care and support for people in their own homes. The majority of people receiving support had their care funded by the local authority. They also provided short term care and support, alongside the treatment provided by the health authority, to people moving back home after an accident, hospital admission or operation. This type of support is known as reablement and is designed to help people to regain skills and confidence so that they can return to the lifestyle they had previously. At the time of the inspection the service provided support for approximately 120 people. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

Medicines were not always managed in a safe way to ensure they were administered appropriately and as prescribed.

When a specific issue had been identified during an assessment of a person’s care needs a risk management plan had not always been developed to provide care workers with adequate information to enable them to reduce the risks.

The provider did not record and investigate when an incident and accident occurred involving a person receiving support.

There was a procedure in place to investigate concerns regarding the care provided but this was not always followed to ensure actions were taken to reduce the risk of reoccurrence.

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

The provider could not demonstrate that care workers had completed aspects of the training courses which enabled them to meet people’s specific care needs in a safe manner.

Care plans relating to people using the service did not always provide accurate information relating to the care and support they needed. Therefore, care workers did not have all the information they needed to care for people.

Complaints were not always recorded, nor was action identified or taken to respond to the issues raised.

The provider had a range of audits in place, but the audit in relation to care plans did not provide appropriate information to identify where actions for improvement were required.

The provider had processes for recruitment, but this was not robust enough to ensure care workers had the appropriate skills to provide care in a safe manner.

People told us they felt safe when receiving care. An assessment of a person’s care and support needs was completed before they started to receive care from the service.

People felt the care workers were caring and kind and treated them with respect and dignity. The cultural and religious preferences and needs were identified in people’s care plan.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 15 June 2017).

Why we inspected

This was a planned inspection based on the previous rating. We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well led. You can see what action we have asked the provider to take at the end of this full report.


We have identified breaches in relation to person centred care, the need to consent, safe care and treatment, safeguarding service users from abuse and improper, good governance, staffing and fit and proper persons employed at this inspection at this inspection.

Please see the action we have told the provider to take at the end of this report. Full information about CQC’s regulatory response to the more serious co

Inspection carried out on 8 May 2017

During a routine inspection

The inspection was carried out on 8 and 9 May 2017. The service was given two working days’ notice because the location provides a domiciliary care service and we wanted to make sure someone would be available to speak with us. Telephone calls were carried out on 11 and 12 May 2017 to obtain feedback from people using the service. This was the first inspection of the service since it registered with the Care Quality Commission.

Haven Care – Hounslow Branch provides personal care to people in their own homes. They also offer a range of other services including cleaning, shopping, outreach services and companionship. At the time of inspection there were 120 people using the service, the majority of whom were funded by Hounslow local authority or CCG.

The service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager had been in post since the service registered with the Care Quality Commission.

People said their care workers made them feel safe. Staff understood what constituted abuse and were clear they would report any concerns. Procedures were in place to safeguard people against the risk of abuse.

Staff recruitment procedures were in place and were being followed. Staff were available to meet the needs of people using the service and systems were in place to ensure people received their care in a timely way.

Risks were identified and assessed and action plans put in place to minimise them.

Staff received training in medicines administration and procedures for safe medicine management were being followed.

Infection control was being safely managed by the service.

Staff received training and supervision to provide them with the knowledge and skills to care for and support people effectively.

Staff were aware to report any concerns regarding people’s capacity to make decisions for themselves. They respected people’s rights to make choices about the care and support they received.

Staff supported people with preparing simple meals if they required it.

Staff knew to observe for changes in people’s health and systems were in place to alert healthcare professionals if people required their input.

Staff treated people with dignity and respect and were professional, friendly and kind. Staff took the time that was needed to meet people’s care and support needs.

The service respected people’s rights to choose and matched people with care workers taking into consideration their gender and also any religious and cultural needs.

Care records had been formulated with input from people so their wishes for their care and support were identified and included. Staff read the care records so they could provide the care and support people wanted and needed.

Procedures for raising complaints were in place and people were able to raise any concerns so they could be addressed.

People and staff all said they would recommend the service to others. People were happy with the service they received, were being listened to and had their needs met. Care workers felt very well supported by the management team and office staff and said communication was good.

Systems for monitoring the service were in place and being followed effectively. The provider worked continually to improve the service provision for people and for staff.